Quality Training and Employee Engagement Specialist Lead

Job Description:

• Lead overall process improvement activities and produce high-quality client interactions and operational efficiencies
• Develop and implement programs to review and evaluate BA team engagement and ensure consistent service delivery standards
• Analyze and review quality control of BA team recordings, live calls, chats, emails, and reports to identify customer trends and issues
• Lead quality reviews of BA team work, customer interactions, and engagement documentation
• Analyze and report improvement efforts, quality measures, and customer satisfaction results to management
• Lead and implement new-hire and ongoing BA team training programs
• Review training record-keeping systems for participation, progress, and accuracy
• Collaborate with the Customer Engagement Analysis Team to develop tools for tracking customer interaction, satisfaction, and BA quality
• Engage with the BA team on employee engagement practices and techniques
• Strategize solutions to issues affecting the BA team functional area
• Assist vendors with outside training programs, including programs for BAs to gain agents licenses
• Resolve escalated BA operations issues and coordinate with other departments
• Research training techniques and recommend enhancements to training programs
• Comply with agency management system data standards and maintain complete, accurate information
• Support special projects and perform other assigned duties

Requirements:

• Bachelor's Degree or equivalent combination of education and experience
• Four (4) or more years related work experience
• Prior call center or training experience
• Insurance industry or group health plans operations experience handling eligibility, claims resolution, benefits education, or equivalent
• Knowledge of training techniques and principles to effectively instruct and drive quality employee engagement
• Proficient in Microsoft Office Suite
• Skill in talent management through motivating, developing, and directing employee work performance
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Excellent verbal and written communication skills
• Excellent attention to detail
• Ability to implement new systems and procedures, and to evaluate their effectiveness